Technical Customer Support Manager (Lithium-Ion Batteries)

Technical Customer Support Manager (Lithium-Ion Batteries)

Location: Delhi NCR (On-site / Field + Office)
Type: Full-time
Reporting to: Founder / Head of Operations

About Us

We’re a rapidly growing startup powering the electric mobility revolution by selling and financing high-quality lithium-ion batteries to e-rickshaw drivers across India. Our focus is on reliability, performance, and building long-term trust with our customers.

We’re now hiring a Technical Customer Support Manager who deeply understands lithium-ion battery packs — from cell configuration to BMS to IOT, safety protocols, and failure diagnostics — and can manage technical customer issues, improve field performance, and reduce defects.

Role Overview

This is a hands-on technical support role with ownership of post-sale customer experience. You will investigate customer complaints, conduct root-cause analysis, coordinate with suppliers, and work with our field and support teams to ensure battery quality and performance in the real world.

Ideal for someone who has worked as a Quality Lead, Product Engineer, or Procurement Manager in a lithium-ion battery company and wants to apply that knowledge in a fast-paced customer-facing role.

Key Responsibilities

🛠 Technical Customer Support

• Lead the investigation of battery-related customer complaints and breakdowns
• Analyze returned or faulty packs and provide quick root-cause assessments
• Guide field teams on troubleshooting procedures and best practices
• Handle high-priority technical escalations from support or operations

🧪 Battery Quality & Technical Evaluation

• Assess suppliers’ battery pack quality and provide feedback for improvement
• Help define and enforce incoming quality control (IQC) and field testing standards
• Work closely with the procurement team to approve or reject packs based on real-world data

🔁 Process Improvement

• Track recurring battery issues and drive product or supplier changes
• Contribute to internal SOPs and checklists for field support and installation quality
• Train frontline sales/support staff on basic battery technical literacy

Who You Are

• 4–10 years in lithium-ion battery manufacturing, QC, or procurement roles
• Deep knowledge of battery pack design, cell quality, BMS, and common failure modes
• Has worked with suppliers, test labs, or vendors and understands quality control loops
• Comfortable working in customer-facing, real-world environments
• Hands-on, structured, and fast at diagnosing root causes
• Fluent in Hindi and English
• Strong documentation and communication skills

Bonus If You Have

• Experience working in lithium-ion manufacturing companies in quality and production
• Exposure to e-rickshaw battery applications and on-ground customer conditions
• Worked with both LFP and NMC chemistries

Why This Role Matters

Our product lives in the hands of real drivers who depend on it every day. This role is key to ensuring our batteries perform reliably, our customers trust us, and our suppliers are held to the highest standard. You'll play a vital role in closing the loop between product, field, and customer.